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To say that manually evaluating calls is costly and time-consuming is an understatement. It’s a process rife with subjectivity, which can create an atmosphere of animosity and cause organizations to miss opportunities to improve the customer experience. NiCE Enlighten AI is designed to overcome those barriers – and more – to drive customer-centricity with purpose-built AI.

Happy birthday to the General Data Protection Regulation (GDPR). It’s been around now for three years and counting, but in that short time, privacy regulation has only become more and more important.

In the business world, customer experience has long been the focus of many efforts. From marketing to lead generation, business operation, and even customer retention, brands know all too well that the customer is the one part of the equation that can make or break their business at the drop of a hat.

Before “Star Wars” release in 1977, snooty high society cast Sci-Fi aside as a separate genre from “serious” works of fiction. It was a label delineating pulp from artistic merit. Sci-fi was B-movies—not blockbusters. That is until a galaxy far, far away came to the big screens.

As the main point of contact between your organization and its customers, the contact center offers a significant opportunity for competitive differentiation. Today’s customers demand an outstanding experience in exchange for their loyalty, and speech and text analytics play a key role in enabling your organization to deliver on those demands.

Using artificial intelligence (AI) capabilities to deliver agent guidance in real time, at the exact moment it’s needed, helps contact centers maximize agent performance, delight customers, and reduce costs. That’s the finding of a report by Aberdeen, which surveyed more than 300 contact center leaders across industries around the world.

As you initiate your call center software selection process, keep in mind that many new loyalty-enhancing capabilities are within your budgetary reach. Don’t set out just to replace “like-for-like.” Instead, imagine what features like new self-service capabilities, intelligent routing, and a unified agent interface could do for your customer lifetime value.